Description:

Ocrolus is hiring a Senior Mortgage Analyst for its specialized customer support engineering team in India. Operating at the high-growth intersection of fintech and generative AI, this role focuses on supporting the platform that processes nearly one million credit applications monthly for major institutions like Better Mortgage and SoFi. Moving beyond traditional manual loan underwriting, you will act as a critical analytical layer—investigating automated fraud detection exceptions, utilizing database scripts to audit complex income analysis anomalies, resolving active customer pipeline tickets, and ensuring document ingestion engines maintain their 99%+ data accuracy threshold.

Key Technologies:

SQL, MS Excel, MS Word, Customer Ticketing Systems, Document AI Workflow Platforms

Requirements:

• 1–3 years of dedicated experience operating inside the Mortgage Domain (such as US mortgage processing, loan origination systems, document verification, or specialized financial underwriting support frameworks).
• Practical, hands-on experience utilizing SQL to extract records, audit transaction schemas, and verify backend data structures during system troubleshooting loops.
• Strong baseline in financial patterns or logic, ideally supported by a formal commerce background focused on Mathematics or Economics.
• Functional familiarity managing incoming customer requests, auditing service queues via modern ticketing systems, and tracking resolution trends to build centralized FAQ knowledge bases.
• Proven capability to perform under strict Service Level Agreements (SLAs), resolving customer complaints via email, chat, or phone while meeting rigid data quality and speed benchmarks.
• Highly proficient using productivity suites, particularly building formulas and sorting datasets inside MS Excel and drafting briefs in MS Word.
• Absolute comfort and availability to operate permanently on a fixed night shift, Monday through Friday, from 6:00 PM to 3:00 AM IST (matching 9:00 AM to 6:00 PM Eastern Time).
• Clear understanding of data integrity safeguards, document security protocols, and strict customer confidentiality best practices.
• Exceptional written and verbal English communication mechanics, a professional and empathetic tone, strong logical reasoning, and the multitasking capacity required to manage several moving tasks concurrently.